Privacy Policy

Dulwich Movers Privacy Policy

This Privacy Policy explains how Dulwich Movers collects, uses, stores and shares personal data relating to individuals who use our moving and related services. It applies to all Dulwich Movers customers in our service area, including individuals requesting quotations, making bookings or otherwise interacting with us in the course of our business.

Dulwich Movers is committed to protecting your privacy and handling your personal data in a lawful, fair and transparent manner in accordance with the UK General Data Protection Regulation and applicable data protection laws.

Data Controller

Dulwich Movers is the data controller for the personal data described in this Privacy Policy. This means we decide how and why your personal data is processed when you use our services or communicate with us.

Personal Data We Collect

We collect and process different categories of personal data depending on how you interact with us. This may include the following information.

Identification and contact details: name, address, previous and new property addresses, email address, and other contact details you choose to provide when requesting a quote or booking a service.

Service and booking information: details of your move, including property type, access details, inventory information, packing requirements, dates and times of services, and any additional instructions you provide.

Payment and transaction data: limited payment-related information, such as payment method and transaction records including amounts, dates and references. Full card data is not stored by Dulwich Movers when processed via secure third-party payment processors.

Communication data: records of communications with you, including enquiries, quotations, messages, feedback, and any complaints or claims you make in connection with our services.

Website and usage data: when you visit our website, we may collect technical and usage data such as internet protocol address, browser type, pages visited, and the date and time of your visit. This is used to maintain security and improve our services.

Sensitive personal data: we generally do not seek to collect special categories of personal data. If you choose to provide such information, for example in relation to health or accessibility needs affecting your move, we will process it only where necessary and with appropriate safeguards.

How We Collect Your Data

We collect personal data directly from you when you contact us for a quotation, make a booking, use our services, complete forms on our website, or communicate with us by any means.

We may also receive personal data about you from third parties where this is necessary for the provision of our services, for example from comparison sites, letting agents, estate agents, or commercial partners where you have requested that they pass your details to us, and from payment and financial service providers in connection with completed transactions.

Lawful Bases for Processing

We process your personal data only where we have a lawful basis under data protection law. Depending on the specific processing activity, we may rely on one or more of the following lawful bases.

Contract: to take steps at your request prior to entering into a contract and to perform our contract with you, including providing quotations, booking and managing your move, providing removal, packing, storage or related services, handling payments and communicating with you about your booking.

Legal obligation: to comply with legal requirements applicable to our business, including record keeping, accounting, tax obligations, and responding to lawful requests from public authorities.

Legitimate interests: to pursue our legitimate business interests in operating and improving our services, provided that your interests and fundamental rights do not override those interests. This may include managing our customer relationships, responding to enquiries, improving our services, ensuring the security of our systems and premises, and exercising or defending legal claims.

Consent: in limited cases where required by law, we may rely on your consent, for example for certain types of marketing communications. Where we rely on consent, you may withdraw it at any time.

How We Use Your Personal Data

We use your personal data for the following purposes.

To provide quotations, estimate services and respond to your enquiries.

To set up, manage and complete your booking, including planning and carrying out your move and any related services.

To process payments and manage invoices, refunds and other financial transactions.

To communicate with you about your move, including confirmations, reminders, changes to services and customer support.

To manage our relationship with you, including collecting feedback and handling complaints or claims.

To operate, maintain and improve our website, systems and services, including monitoring usage and security.

To comply with legal obligations and cooperate with regulators or public authorities where required.

To establish, exercise or defend legal rights in connection with disputes, claims or legal proceedings.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with carefully selected third parties where necessary for the purposes described in this Privacy Policy.

Service providers and processors: we may share data with third-party companies that provide services to us, such as information technology and system support, secure payment processors, accounting and invoicing providers, customer relationship management tools, document storage and disposal providers, and other professional or technical services. These third parties act as data processors and are only permitted to process your personal data in accordance with our instructions and for the purposes described in this policy.

Operational partners: where required to deliver our services, we may share relevant data with subcontractors or logistics partners involved in carrying out your move or associated services, strictly on a need-to-know basis.

Professional advisers: we may share data with our legal, insurance, accounting or other professional advisers where necessary to obtain advice or protect our business.

Authorities and law enforcement: we may disclose personal data where required by law, in response to legal proceedings, or to protect our rights, property or safety or those of others.

In all cases, we will only share the minimum data necessary for the relevant purpose and will take reasonable steps to ensure that recipients protect your data in line with applicable laws.

International Transfers

Where we use service providers or systems located outside the United Kingdom or the European Economic Area, your personal data may be transferred to and processed in countries that may have different data protection standards. When such transfers occur, we will ensure that appropriate safeguards are in place, such as using service providers in countries with an adequacy decision or incorporating standard contractual clauses or equivalent safeguards required by law.

Data Retention

We keep your personal data only for as long as is necessary for the purposes for which it was collected, including for the purposes of satisfying any legal, accounting or reporting requirements. The length of time we retain your data will vary depending on the type of information and the context.

In general, we will retain core customer and booking records for a period that allows us to respond to queries, manage any claims or disputes and meet our legal obligations. Financial and transaction records are usually retained for a period required by tax and accounting laws. Communication records and other operational data are retained for as long as reasonably necessary for business and legal purposes, after which they will be securely deleted or anonymised.

We regularly review the personal data we hold and either delete it or anonymise it when it is no longer needed.

Your Data Protection Rights

Under data protection laws, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions.

Right of access: you have the right to request confirmation of whether we process your personal data and to receive a copy of that data, along with certain information about how we use it.

Right to rectification: you have the right to request that we correct inaccurate or incomplete personal data about you.

Right to erasure: in some circumstances, you may request that we delete your personal data. This right is not absolute and may not apply where we need to retain data for legal or legitimate business reasons.

Right to restriction: you may request that we restrict the processing of your personal data in certain situations, for example while we are verifying its accuracy or considering an objection you have raised.

Right to data portability: in certain cases, you have the right to receive personal data you have provided to us in a structured, commonly used and machine readable format and to request that we transmit it to another controller where technically feasible.

Right to object: you have the right to object to our processing of your personal data where we rely on legitimate interests as our lawful basis, including profiling based on those interests. We will stop processing unless we have compelling legitimate grounds to continue or we need to process the data for legal claims.

Rights relating to consent: where we rely on your consent to process personal data, you have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing based on consent before its withdrawal.

If you wish to exercise any of these rights, we may need to request specific information from you to help us confirm your identity and ensure your rights are respected securely.

Security of Your Data

We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures are designed to provide a level of security appropriate to the risks involved in our processing of your data. However, no system or transmission of information via the internet can be guaranteed to be completely secure.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal or regulatory requirements or improvements in how we manage privacy. Any updated version will apply to all Dulwich Movers customers in our service area from the date it is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.